Customer Success Consultant

Malaysia
Permanent
Full-time

1 month ago

About our TeamLexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.About the RoleThe purpose of this role is part of Customer Success team that drives customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers’ pain points and address them with effective solutions; ii) to track customers’ usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers. The success of this role will be measured by NPS, AED, net POS growth, customer retention and customer account growthThis role will be accountable for the metrics-driven customer success program, leading a cross-functional team (Sales, Product, CS, GOTC) who will each be responsible for their respective action in delivering customer-focused servicing. This team will map out a few customers’ journey for a) prestige customer group, b) new customers on-boarding, c) win-back program, etc.Responsibilities:Design and develop end-to end customer journey and success program

Define customers segments based on set criteria indicating customer importance, growth potential
Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickness and satisfaction
Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)

Provide insightful data analysis and strategic

customer service data, observations and market trends and reports to get a clear picture of the department's operations and ways to improve it.
tasked with providing the department with process or sales improvement strategies. They will often work closely with subject matter experts, marketing teams or management to develop and implement plans.

Drive CDI and programs to better engage customers & build LN brand

Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
Develop and run programs for customer value-add and drive loyalty and brand awareness
Drive CDI and focus group sessions to assist with product development and improvement initiatives, and to increase account value and customer dollar spend

Provide the right training sessions to induce more customers’ usage

Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN’s product, solution and content
Develop resource and material (online,digital media) to be used for education, customer training and sales enablement purpose
Develop customer engagement strategy and execute accordingly
Conducts sales training needs assessments, sales enablement sessions and analyzes employee training needs to determine requirements for new program development

Requirements

Bachelor’s Degree with legal qualification
Understanding of SEA’s legal market and legal persona
Independent ownership of work streams/projects and deliverables is a pre-requisite
Excellent communication, influencing and interpersonal skills
Experience in customer engagement, strong probing skills to understand customers’ pain points
Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools
A strong analytical thinker with attention to detail in reports, and financial and operational analysis. and interpretation of information and statistical indicators
A strong ability to collaborate internally with people across sales and corporate responsibilities.
A passion for commercial processes and systems that are effective and run efficiently

Work in a way that works for youWe promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.Working for youWe know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Life Assurance Policies: Providing financial security for your loved ones.
Long Service Award: Recognition for your dedication and loyalty.
Access to Learning and Development Resources: Empowering your professional growth
Hybrid work arrangements: Balance work and personal life effectively.
Access to Learning and Development Resources: Empowering your professional growth.

About the BusinessLexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® servicesWe are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams .Please read our .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.USA Job Seekers:.

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